we run out of gas. when called, "nothing that we can do to help you, we are booked. Next available technician is on next Wednesday..." (we called Thursday) so it will be almost a week without showering , cooking or heat.! Trisha was very KIND and suggested that if I live in a state park I may use the campground showers or perhaps, use a grill to warm up water and cook after that I said that my relatives live in Castroville! What a great customer service!!! if I called that... Now, we have to rearrange our lives for the whole week. I started canceling my doctor's appointment today at 1:30pm. unfortunately, we do not have other choice but to wait until "our turn come to be serviced" what a disgrace!! If you have another choice, stay out and faraway from this company! read more

Yup. Exactly what we thought. Company is afraid to service us. After over 10 years of fine service from a family owned company, the sell out to Dassels corp just proves bigger is not better. read more

OUT OF BUSINESS. .Apparently went out of business last year by merging with Dassels. Did NOT tell their current customers, even through 2 filling and billing cycles. Found out by Dassels truck in our driveway one day trying to find our tank. read more

So far so good. They have done what they said they were going to do. We left Amerigas because Amerigas was price gouging us at $4.85/gal. Pacific Propane quoted us significantly less, installed a new tank with a computer that would let them know when they need to fill it. They also made sure the tank was level. They let me know our old Amerigas tank was rusty and not level. Thank you PP! read more

I have been with this company for 5 years and I found out that they could be selling me propane at a cheaper rate, however they pick and choose who to give a discount to. They told me one price and give me another. The customer service is the worst. I am running from this company. They will start out very nice, but eventually their true colors shine. Run Run Run. read more

I too had unfortunate run in with owners wife. She was the most disrespectful person I have ever dealt with. They came like thieves in the night and took my tank and propane that was in it because I owed them 70$ rental fee. For being local company that cares about the community (a complete lie) they have lost my business and everyone I encounter will here about there poor business tactics. Would give negative stars if possible. read more

They insist on having my gate code so they can fill the tank whenever they want. Last time they said they would call when they were in the area and fill up, been two months never heard from them. Now almost empty. Called, was told to either give up the gate code or find a new supplier. Best advice ever. Found a new supplier and joined the local co-op. Lower tank rental fees, and cost of propane (non-promotional, just every day price) half of what Pacific was charging. Thanks Pacific Propane for caring so little about your customers, you saved me $500.00 thanks to your poor customer service. Hate leaving a family business but customer service comes first, family owned second. read more

Great customer service! We moved into our new home with about 20% in our tank. Not knowing how long that would last we ran out one night as we were focused on unpacking. I called around to all the local companies and everyone else not only had higher prices, but they said they couldn't make it out for over a week!!!! That wasn't an option since we were out and we have two small girls. I spoke with Christian at Pacific propane, and he said they could make it out first thing the next morning. That was initially way better than everyone else, but when I spoke with him 15 minutes later he said they could be out within the next 2 hours!!! A hour or so later Christian showed up, performed our safety inspection, checked all gas appliances, performed some tank maintenance (replace the valve), and in about 15-20 minutes later their truck showed up and filled us up. So we had gas within 3 hours of me first calling as a new customer. And to top it off the power went out later that night, but thanks to Pacific Propane our generator kicked right on and powered our house. They also installed a satellite enabled gauge to prevent future issues running out. I received their welcome packet in the mail a few days later with all information I needed etc. I've only been a customer for about a month now, but A+ in my book so far. read more

Sign up was easy once we passed the credit review. Service has been speedy. We have one of those satellite thingies on the tank and they fill it BEFORE it runs out. "Mike" gave us particularly good service. Our house is in a remote, steep location in the Santa Cruz Hills. "No problem," Mike says. Thanks, Mike! read more

Would give minus 5 stars if I could! My father who is 80 years old and lives in the Salinas area was having a problem with some charges on his bill. I have called to try an get some answers about it, only to be told something different each time or to call back. There was a $100.00 charge "service invoice" which I did not know what it was for. Come to find out the neighbor closed their account and instead of locking off their tank they locked my father's tank. When he called them about it they came out unlocked the tank and charged him $100 service fee! The last 2 times I tried to talked to them I was yelled at and hung up on. I was told to contact the previous neighbor to collect from them. Even their own delivery people bad mouth the management. We will be changing companies ASAP! read more

I called Pacific Propane on Monday and they came out to my house Tuesday first thing in the morning to get me set up. Customer service was awesome! Alfredo answered all of the questions I had, he was very helpful. Definitely recommend this company! read more

Shop around, this company is way overpriced. I used them for years and I was told by a friend I was being ripped off, it was good advice. Mary is nice in customer service, but she's not worth an extra $1.25 per gallon over another family run business that's been in business many more years than this company. read more

The owner Paula was able to accommodate and refund my closing account fee and apologize for any misunderstandings that might have occurred between myself and the staff. read more

If you could give a zero star review, I would. This company is greedy and clearly do not care about their customers. I had them for over 2 years and spent way more time on the phone with their abhorrent customer service. The real problem started about 2 weeks before Christmas after having the service for a year. I get an obscure email stating my service would be cut off in 24 hours for non-payment. What!?! I thought. I had never been late on a single payment. So I called and they said they had sent me a bill, which up to this point the bill had always been left at my front door by the service man. I asked them why they suddenly started mailing it and they had no answer plus they sent it to the wrong address even though they had the correct address on file and sent other correspondence to it in the past. I was basically verbally berated by the guy on the phone like it was my problem it was sent to the wrong address. So I paid the over $500 bill, which was well over the usual amount so I requested a copy of the bill and have never laid eyes on it even though I called 3 times to get it sent to me. Then, to add insult to injury, 2 days later and hit me with another $250, with a tank that was well above a fill point. As this was the holidays and I had just paid an exorbitant amount I asked if I could split the bill to 2 payments, nope I was told because I was a delinquent customer. Yes it was completely my fault they couldn't read their own file. Then when I moved I was suppose to get at least $250 back as the tank had just been filled, which when I notified them I was moving in the next month and had enough to cover the month they sent someone to fill the tank 4 days before I left. Whatever. So fast forward a month, I call to ask where my money is, kept for "fees." I asked for a written copy of these said fees but like my previous bill, it was never sent. I really wish now I had taken them to small claims court. read more

It's Saturday and I'm out of propane despite having a meter/satellite that should notify Pacific propane when I'm close to an ending point....I called the after hour answering service whom forwarded my message to a on call driver. I got a call back within 10 minutes however the driver couldn't come fill my tank up per his supervisor instructions, and I was told to call the office on Monday. I called the after hour line again and asked to speak to a supervisor, they forwarded the message and never got a call back.... I called again and asked to forward the message to the supervisor one more time and got a call back from a supervisor stating; I'm the one that should be calling the company when my tank is close to an ending point with a rude attitude. Why offer the service of providing a satellite/meter that should notify the company when my tank is close to an empty stage if it's not going to be reliable! I've been a costumer for over 2 years and they've always filled the tank on their own without any friendly reminders why is it that now they expect me to call and remind them to do their job! I'm sure nobody is perfect a simply "sorry, I don't know what happened, I'll send a driver as soon as we can" would have done the deal not the BS excuses that I got trying to justify themselves blaming it on their customer... Despite my efforts they won't come fill my tank up! It's Saturday morning with kids and all in the house and no stove or hot water.....ughhhh! read more

Stay far away! We just moved to the Los Gatos Mountains and only received threats from them. They will hold you hostage and threaten to lock your tank if you do not sign up with their monthly service! read more

WOW! I have never in my life been treated so horribly by a business owner. Paula was quite simply rude and accusatory without having ever spoken to me before. Let me walk you through this nightmare of customer service to save you the experience. I called to inquire about service after finding out the previous owner of my home had a tank through Pacific Propane. Immediately, the person I spoke with, Alfredo, told me what a pain it was to get to my property and that they would have to use my neighbors driveway to access the previously used propane pad. I explained that my neighbors would be fine with this. I then asked him to tell me about his price per gallon. As someone who has never used propane before, I noted that it was more expensive than another company I had called and asked why there was a marked difference in price. He said that's the way it is and I should call them and get service through them if their prices are better. His tone sounded as though he were simply presenting another option and did not sound as though he were offended or upset. I thanked him for the information and said I would give them a call and check in with them. Fast forward a week later after doing some calling around, called back to see if I could get them to come out and put a tank on the property. I spoke with a very pleasant guy named Christian who also remembered my property and said they'd have to use the neighbors driveway. I again said this would be fine. He said the tank would have to be bigger. I said that would be okay. He said a rock wall would need to be removed. I said no problem. I told him whatever needed to be done to get a tank on my property would be no problem. He said he'd call Alfredo and call me back to let me know when it could be done. When he called back he said Alfredo had already spoken to the manager and they had decided they would not take me as a customer. He said their reasoning was that I had said I was going with another company. I asked if I could speak to the manager myself to clear things up. He said he wouldn't recommend it. He said I would probably get an earful. I told him I'd like to anyway, as I couldn't think of anything I had done wrong that would cause the exclusion of my business. I called Paula (the owner) and asked if she had spoken to anyone about my service. She said she had. I explained that I was told I could not be served and asked her if she could explain to me why that decision had been made. She said I had told her employee that their prices were too high (not true, simply asked about pricing and why pricing was different - remember, never had propane before) and that I was going to get service from another company (another lie, her employee suggested I call the other company to see about better pricing). I explained that I had not meant to insult anyone by inquiring about pricing and explained I was new to propane and was simply trying to be a discerning consumer. She said it didn't matter. I asked her, given the clarity provided, why she still refused my business. She said she didn't need to provide a reason, that it's her business and if she doesn't want to give service, she doesn't have to. I asked if I had done anything to personally affront her that would cause her to feel this way. She said several reasons, but she didn't have to tell me. I ended the conversation telling her I was disappointed in the lack of customer service provided and wished her a good day. I can only speculate, given that I was never actually provided a veritable reason for the refusal of service, but given all of the griping, it seems to me that this company simply did not want to deal with the hassle of going a foot to the right of my property and using my neighbors driveway and chose to then blame their decision on myself as a new and inquisitive customer to propane service. This is simply shameful. With the exception of Christian, who was kind and actually warned me I'd get an earful from management over something I didn't do, the customer service was atrocious. I sincerely hope you don't ever have to deal with these people and feel I dodged a bullet. Based on other reviews on their two review pages, I'm not the only one who's had a bad time with these people. read more

I have nothing but great things to say about this company. I smelled gas in the house and called them and Alfredo showed up promptly. Before long he discovered that the stove was improperly installed and showed me with the meter that it was leaking gas. Some parts were needed to fix it and he even went to the hardware store for me using his own money (of course I reimbursed him) and came back and fixed it. He really went beyond the call of duty. He also checked all of the other appliances for safety explaining how everything worked along the way. I have complete confidence that they really care about what they are doing and love their service. read more

Came home to heavy propane smell in the house with the window near the propane tank being open. Immediately went outside and heavy propane smell all around the tank. We shut the valve off but all the smell was directly coming from the tank. I called the emergency services and long story short- they refused to come out and investigate and told me it wasn't their problem but that I should call a plumber. I explained in detail what was happening and that I have three small children in the house and needed help right away. Well- one guy said he would come out but only if I told him how I planned to give him $200 on arrival, would it be in check form? WHAT?!? are you kidding. Man- do I miss PG&E who would come out immediately without hesitation to investigate. I don't care about the money- I said this multiple times- just come out... Called emergency service with them 3 times, the on-call guy 3 times, and the manager Paula who was impressively unprofessional and rude. The funny thing is- I was warned not to go with Pacific Propane because of the poor customer service but they were so convincing over the phone that they had really changed things and provide exceptional service so I gave them a chance as I favor family businesses. When it comes to something critical- like gas- service is paramount. Hey- if anything happens to my home, kids, or myself- let this be a record that I cried out for help. I am figuring out why people use Yelp so much before deciding on businesses to work with. Shame on this company! read more

This company is a joke! I was a satisfied customer. The day before I moved I closed my account. Fine , then two weeks later the home owner decided to have the tank filled and told Pacific Propane to bill me for the gas. As far as I know that is bad business and illegal. No one had authorization to charge on my account much less a closed account. When I brought it to their attention. Steve was rude, cussed me out and said he was going to sue me. Not OK! read more

Charged me to hook up the tank, 15 minutes. Charged me a years rental up front. Canceled the service after 2 weeks and they charged me $100 disconnect fee. NO return of the years rent. THIEVES. Nothing disclosed. No way to counter their charges. ABSOLUTE crooks. Where is the ZERO they do not deserve even one star. read more

We just switched our 2 tanks and services to Pacific Propane here in Aptos Hills after trying to deal with another company (the past 5 years!) who lacked any kind of customer support. We are so glad we finally did! The service has been stellar, fast, professional, and kind. The service coordinator went above and beyond to help get our tanks set & filled a few days before Christmas to ensure our new tenants could enjoy their Holiday-coming out the day after I called! Someone always answers the phone and willing to answer any questions or help with billing etc. Prices are very comparable & great user friendly web site. The tanks have a satellite sensor that tells the company if the tank is getting too low -20% -no more worrying about running out and damaging the lines! It's too few & far between to find companies (especially in this field) today that honor customer service and satisfaction with the great feeling that a family-owned, local business can give. They care about their service, their customers and their community. I absolutely recommend Pacific Propane, thank you! read more

Absolutely, positively horrible customer service. I called to request an unscheduled tank refill and asked if it would be possible to have the tank filled same day or tomorrow (Saturday). He said he would have a dispatcher call me... after 2 hours, no call. I called back. He remembered who I was and asked how full the tank currently was. I notified him that it is at 50%, but that our pool heater will not work when it's at or below 50%. He replied that they will NOT fill a take that is not less than 50%. So now we have a conundrum because the only appliance on that tank is a pool heater... heater won't work under 50%, Pacific Propane will not fill unless under 50%. The only option he left me is to release the gas in the tank to bring it down to what Pacific Propane considers a serviceable level to get them out here to fill the tank. Unbelievable!!! Of course I was upset and raised my voice as this makes absolutely NO sense... to which he responded by hanging up on me. I have been a customer of theirs for 15 years - 9 years at this house, 6 at my previous house. I am appalled at how ignorant and rude this Pacific Propane representative was. Do not use this company if you foresee ever needing any assistance outside of the ordinary service. read more

... I don't check my email often as its flowed with junk and I never saw a text. Point still being if she had the time to email or text me why not call ? I would have gladly paid what I owed and this could have been avoided. She even yelled at me calling me a liar among other rude statements I don't wish to repeat. The manners in which this company has treated me and many others should be considered illegal and are definitely unprofessional. They will get you in with a promise of a good price; claiming they don't have introductory prices but then they sky rocket months later. Tell me what that low price was then ? A nice gesture to a new customer price ? ... When I signed up I was paying 1.59 my friend was paying 2.79. How is this fair or not considered an introductory price ? This place has cost me a small fortune and many headaches with all there mistakes and unprofessional manners. If I was anyone looking for a new propane supplier I would suggest looking elsewhere. Dassels I know for a fact has same pricing for all customers based on tank size not location or usage. I just wish I had found them before I let Pacific Propane take so much of my valuable time; money; and sanity. read more